The world we live in is customer-driven: anything and everything is about the customers. The race to gain edge is fierce, that is why CRM tools have become an absolute necessity to ensure a better customer experience. But not many times, there is still a doubt in the minds of the companies: how does the tool really help improve customer relationship management?
The usual benefits of CRM are always present, but the time has changed. Today, the main requirement for innovation development is the need. Fortunately, the CRM stood for the challenge and even excellent on it. With every passing year, new trends have come up, which changed the way the tool behaves with customers. Here are some ways in which CRM Software is changing the arena:
1. Customer Care
Okay, this is the main advantage that every vendor tries to refer you to the CRM tool. However, it can not be ignored how important the customer service is to ensure overall customer management. In fact, when garnished with excellent customer support, often the average quality of the product / service is forgotten. So, all this is said and done, how does CRM take care of better customers than your existing team?
CRM has access to complete customer data, thus each customer can be given a unique treatment rather than a normal one. Giant, centralized data empower employees to deal with customers more personally. CRM is also dynamic, which means that specific customer requests can be given preference depending on their urgency and importance.
2. Social CRM
The power of social media is not something that can be underestimated at any time. Once considered to be just a escape route, social media now serves as the glue that keeps the world together. There are unlimited opportunities you can find online, and changing customer relationship management is one of them. The trend began with Comcast a decade ago, and today every business has a social media handle to deal with customer feedback.
The social CRM is the aspect of CRM tools that directly reaches customers on social media. A phone call or email is no longer the only (or preferred) way to communicate with customers. The best vendors were quick to realize this, and today the social CRM is integrated with strategies like social media optimization and gamification. By giving the CRM the power of social media, a large capacity to revolutionize customer management has been unlocked.
3. Mobility CRM
Mobility has been affecting every aspect of technology for the past three decades. It started with mobile phones and today is extended to all aspects of our lives. Customers are no longer dependent on their PC or laptop to reach the online world; They access it on the go. CRM takes advantage of it to provide a new customer experience.
Simply put, the mobile CRM uses all the capabilities of the CRM remotely. You do not have to be in the office to solve customer questions; You can solve them anywhere The access to entire customer data and real-time analytics ensures that the quality of service is never compromised.
Effectively, the resolution time is greatly reduced, which is essential for a better customer experience. Studies show that 65 percent of the mobile CRM employees were able to get their sales quotas, while it was only 22 percent. As the world grows towards mobile-first, mobile CRM will play a more important role in the future.
For a long time, the relationship between companies and customers was quite a one-dimensional. Companies provided products / services, and customers responded. However, it has changed now with crowdsourcing. Crowdsourcing is the latest trend that takes advantage of conversations with customers to explore innovative ideas. The CRM really helps you to do this.
We have already discussed how CRM can tap into social media and can communicate better with customers. This interaction is not limited to feedback only, but also helps to understand customer expectations, solutions to current problems and new ideas for product / services. In simple words, the crowd with CRM enables customers to provide innovative ideas.
Effectively, you use a huge think-tank which is directly related to your company. Thus, CRM is beyond the normal routes of sales, marketing and customer service, and brings innovation. In the world of customer relationship management, it is really revolutionary.
5. Data Analytics
There is a very common saying in the corporate world today, “Data is the currency on which the business is expanding”. For the most part of industrial history, the data were only records which were only available for viewing back when necessary. But since the beginning of this century, real significance has been realized and then it has started to exploit. User data was like a treasure that was the key to business expansion and development. CRM was one of the first equipment to prepare it efficiently.
One of the most fascinating aspects of CRM is the centralized storage of data. It enables each employee to access the same data repository on mobile devices as well. However, it is not very useful to store data only. CRM is understandable, this is the reason why it analyzes it to generate insight. These information can be discovered by a vast array of information.
You can understand the habits of customers, which products are doing better / undeveloped, which customers can come back to your company etc.
Analysts empower employees to create more personal relationships with customers. This strategy makes customers more comfortable, thus ensuring a more open discussion with you. Naturally, this all contributes to better customer relationship management.
CRM is one of those few devices that have only improved over time. In today’s dynamic market, CRM can be managed in some way in the future and ready with the requirements. This is probably the reason that CRM remains a preferred tool for customer relationship management across the globe, and there is a possibility that it will be the same in the near future.